Help & FAQ
Quick answers to the questions we hear most. Can't find yours? Contact us.
Orders
Can I change or cancel my order?
You can cancel from your order page until we start picking it. After that, contact us and we'll do our best.
To add items, place a second order for the same slot; we'll deliver them together when we can.
Is there a minimum order?
Yes, each store and delivery area has a minimum order, shown in your cart and on the delivery areas page.
Why is my order total different from what I paid?
Items sold by weight are charged at their real weight (never more than 10% over the estimate), and unavailable items are removed. Your final total is shown on your order page and receipt; any difference is refunded automatically.
Can I order without an account?
Yes. Guest checkout needs your name, delivery address and a phone number or email we can verify with a code. We'll send a link to follow your order. An account lets you reorder, save addresses and track all your orders in one place.
Delivery
When will my groceries arrive?
Within the two-hour slot you chose at checkout. On your order page you'll see when the driver leaves the store.
What is the delivery PIN?
A 4-digit code shown on your order page. Give it to the driver when you receive your groceries; it confirms the right person got them.
What if I'm not home?
The driver will call you. If we can't reach you, the order goes back to the store and we'll contact you to arrange a new slot. Chilled and frozen items can't be left unattended.
Payment
Which payment methods do you accept?
- Rwanda: MTN Mobile Money, Airtel Money, Visa and Mastercard.
- Canada: Visa, Mastercard, American Express and Interac.
- Cash on delivery at stores that offer it.
My payment failed. What now?
Your items stay reserved for a few minutes so you can try again from your order page. If the time runs out, the order expires and you're not charged.
Is my card information safe?
Card and mobile money details are entered on our payment provider's secure page. Isiine never sees or stores your full card number.
Refunds and problems
Something is missing or damaged.
Sorry about that. Open a support request from your order page within 48 hours, and we'll refund the item or replace it on your next order.
How long do refunds take?
We send refunds right away. Depending on your bank or mobile money provider, they appear within 3 to 10 business days.
Your account
How do I change my notification settings?
In your account under Preferences, choose which updates you get by email, SMS and app notification.
How do I delete my account?
Contact us from your account and we'll close it. We keep order and payment records only as long as the law requires.
Still need help?
Our team answers every request, usually within a few hours during opening times.